Zomato — imposed fraudulent penalty

Address:	Gurgaon, Haryana
Website:	zomato.com

I placed a food delivery order #[protected] on zomato appat 5.53 pm on 6th dec. My wallet was debited at 5.53 pm. Within 2 minutes, i realized that i have made a mistake. At 5.55 pm i called the restaurant and asked them not to proceed with my order. They agreed. Simultaneously, i informed zomato through their chat service that i had placed the order by mistake and would like to cancel. Incidentally, zomato doesn't have a call centre for their customers - only a chat service. The chat service representative acknowledged. At 6.03 pm i received a callback from the restaurant. I confirmed to them that they shouldn't proceed with processing the order since i have already confirmed cancellation to zomato through the chat service at 5.56 pm. At 6.14 pm i received an incoming call from zomato from a person who identified himself as raman.[protected] who confirmed that the order has been cancelled and that i shall get my refund in my ewallet within 24-48 hours. Later on, i again called the same zomato number at 6.44 pm and spoke to someone called karan. He also confirmed that i shall get my refund within 24-48 hours.
Later, around 10.45 pm, the zomato chat service informed me that zomato has usurped the entire amount that i paid "as part of their policy". Their policy doesn't distinguish between how soon after placing the order, a customer cancels the order. This, in spite of the restaurant confirming that they did not prepare my dishes. The net result :
A. I paid for the order.
B' i cancelled the order within two minutes.
C. Restaurant didn't prepare the item
D. Restaurant didn't get paid by zomato.
E. Zomato didn't refund money to customer.
F. Zomato usurped the entire money.

Please refer the attached screenshots